Availability Target

The DI2E Dev Tools are intended to be available online 24x7.

Support Commitment

DI2E uses commercially reasonable efforts to maintain the availability of the DI2E Dev Tools. The DI2E Dev Tools are generally maintained on an 8x5 schedule during business hours in U.S. East Coast time. Surge support is available upon request and based on the availability of support staff.

Technical Support Hours

DI2E Dev Tools support is available during business hours (8am-5pm), U.S. East Coast time. Click "Open an Issue" at the top of this page to open a new support case. Response and resolution times are based on the availability of support staff.

Technical Support Priority

DI2E strives to respond to all support tickets in a timely manner. As tickets exceed our support staff availability, tickets are prioritized based on following factors:

Customer Status (Core, Intel, Support to Intel)

Project Access (Public, Partial-Public, Private)

Scope (Global, Team, Individual)

Complexity

Time in Queue

Unforseen Events

This service commitment does not apply to any unavailability, suspension or termination of DI2E Dev Tools, or any other DI2E Dev Tools performance issues: